Returns & Refunds Policy

Returns & Refunds Policy

Last Updated: 28th Jul 2025

Our Commitment to You

At Dawn TCG, we're committed to delivering authentic Japanese trading cards in perfect condition. Due to the collectible nature of trading cards and international shipping from Japan, we have established clear policies to protect both our customers and our business.

Returns Policy Overview

⚠️ Important: No Returns for Customer Convenience

Due to the nature of trading cards as collectible items, we do not accept returns for customer convenience, change of mind, or dissatisfaction with card pulls/contents. All sales are final unless the criteria below are met.

We Only Accept Returns For:

✅ Manufacturing Defects - Cards with printing errors or damage from factory
✅ Wrong Items Sent - When we ship incorrect products
✅ Missing Items - If items are missing from your order

Note: We do not accept returns for:

  • Opened booster packs or broken seals
  • Transit damage (file claims with your chosen carrier)
  • Change of mind or customer convenience
  • Items damaged after delivery

Return Process

Step 1: Contact Us First (Required)

  • Email: info@dawntcg.com
  • Subject: Return Request - Order #[Your Order Number]
  • Timeframe: Within 7 days of delivery
  • Include: Order number, photos of the issue, detailed description

Step 2: Return Authorization

  • Our team will review your request within 1-2 business days
  • If approved, we'll provide return instructions and authorization
  • No returns will be accepted without prior authorization

Step 3: Return Shipping (If Approved)

  • Package items securely in original condition
  • Use tracked shipping service (required for international returns)
  • You arrange and pay for return shipping to Japan
  • We recommend insured shipping for valuable returns

Return Conditions

What We Accept:

  • Items in original, unopened packaging (when applicable)
  • Items with all original accessories and documentation
  • Items returned within 7 days of delivery confirmation

What We Don't Accept:

  • Opened booster packs, boxes, or cases
  • Individual cards removed from packaging
  • Items damaged by customer mishandling
  • Items returned without authorization
  • Items returned after 7-day deadline

Refund Policy

Refund Process:

  1. Inspection: We inspect returned items within 2-3 business days
  2. Approval: Approved refunds are processed immediately after inspection
  3. Processing Time:
    • Credit Cards: 5-10 business days
    • PayPal: 3-5 business days
    • Bank transfers: 7-14 business days

Refund Amount:

  • Defective Items: Full refund of product cost
  • Wrong Items Sent: Full refund of product cost
  • Missing Items: Refund for missing items only

Note: Shipping costs are paid directly to carriers and are non-refundable through us.

International Shipping Considerations

Customer-Selected Shipping:

  • You choose your preferred carrier and service level
  • You pay shipping costs directly to the carrier
  • You select insurance level based on order value

Import Duties & Taxes:

  • Customers are responsible for all import duties, taxes, and customs fees
  • These fees are non-refundable and paid to your local customs
  • We recommend checking your local customs policies before ordering

Shipping Insurance:

  • Purchase directly from your chosen carrier
  • Strongly recommended for valuable orders
  • Required for orders over $XXX (you can set this amount)
  • Claims for damage/loss filed directly with carrier

Exchanges

We do not offer direct exchanges. For size changes, different products, or upgrades:

  1. Return the original item (if eligible)
  2. Place a new order for desired items
  3. This ensures you get the exact items you want

Shipping & Transit Damage

How Our Shipping Works:

  • You choose your preferred carrier (Japan Post, DHL, FedEx, etc.)
  • You pay shipping costs directly to the carrier
  • We carefully package and hand off to your selected carrier

Transit Damage Responsibility:

Since you select and pay for shipping directly:

  • Transit damage claims must be filed with your chosen carrier
  • We are not responsible for damage during shipping
  • Your contract is with the shipping company, not us

What We Provide:

  • Professional packaging to minimize damage risk
  • Proof of condition before shipping (photos available on request)
  • Shipping documentation for your carrier claims
  • Support and guidance for filing claims

Shipping Insurance:

  • Highly recommended for valuable orders
  • Purchase directly from your chosen carrier
  • Required for orders over $XXX (your choice)

Damage Claims Process:

  1. File claim directly with carrier (Japan Post, DHL, etc.)
  2. Contact us for documentation - we'll provide proof of pre-shipping condition
  3. We'll assist with any needed paperwork or statements
  4. Carrier handles all compensation per their policies

Pre-Order & Special Items

Pre-Order Items:

  • Can be cancelled before shipping for full refund
  • Cannot be cancelled once shipped
  • Release dates may change due to manufacturer delays

Limited Edition Items:

  • All sales final - no returns accepted
  • Items clearly marked as "Final Sale"
  • Extra careful packaging for valuable items

Digital Products

  • No returns on digital items (if applicable)
  • Technical support provided for access issues
  • All sales are final once access is granted

Contact Information

For Returns & Refunds:

  • Email: info@dawntcg.com
  • Response Time: 1-2 business days
  • Business Hours: 10:00-18:00 JST (Monday-Friday)

When Contacting Us, Please Include:

  • Order number
  • Item name and SKU
  • Clear photos of the issue
  • Detailed description of the problem

Why These Policies?

Protecting Authenticity: Our strict policies ensure all cards remain in pristine condition and prevents tampering.

International Shipping: Complex international logistics require clear policies to protect both parties.

Collectible Nature: Trading cards are unique collectibles where condition is paramount.

Fair Business Practices: These policies allow us to offer competitive prices while maintaining quality service.

Changes to This Policy

We may update this policy to reflect changes in our business practices or legal requirements. Check this page regularly for the most current version.

Questions? Contact us at info@dawntcg.com - we're here to help make your Dawn TCG experience exceptional! 🌅🎴